Client Experience Specialist

Overview
VPIC is looking to hire a driven, hands‑on contributor for the role of Client Service Experience Specialist II. The ideal candidate has a can‑do attitude, thrives in a fast‑paced, entrepreneurial environment, enjoys interacting with clients and advisors, and wants to grow their career in financial services. The role reports directly to the Manager of Client Service in the Winnipeg office.

What you will do
Client and Advisor Service

Triage client service requests and account inquires, ensuring distribution to the appropriate recipients – ensure day‑to‑day requests such as client inflows/outflows, deposits/withdrawals, client changes (name, address, status, etc.) and standard client reporting are handled on a priority basis in a professional and detailed manner.

Act as a resource to support Investment Counsellors and referring advisors by assisting with the completion of documents and managing account inquiries regarding transactions, payments, transfers, etc.

Provide Client Portal support – assist clients with accessing and navigating the client portal, troubleshooting issues, responding to inquiries, and collaborating with the Operations or IT team to resolve complex problems.

Resolve issues or challenges related to client accounts, liaising with clients, custodians, internal and external stakeholders.

Communicate with internal and external stakeholders in a sensitive and caring manner.

Provide status updates to VPIC team members and leaders.

Assist with the development and maintenance of process and procedural documentation.

Provide recommendations for, and updates regarding, continuous improvement of the client service delivery model to the Manager of Client Service and other VPIC leaders as required.

Other duties as assigned.

Client Account Onboarding & Transfers

Responsible for the end‑to‑end ownership of the client onboarding process, ensuring a high degree of accuracy and efficiency while offering a seamless and exceptional client experience – prepare and organize onboarding and account opening documentation and client change processes, gather requirements efficiently, and liaise with Investment Counsellors, external advisors, and custodians to triage, troubleshoot, and provide ongoing updates on onboarding and client‑related matters.

Ensure ongoing and proactive communication with Investment Counsellors and referring advisors by providing regular updates regarding transfer status, timelines, delays, rejections, and other issues. Liaise with the Investment Counsellor team, colleagues, external advisors, and the custodian to triage, troubleshoot, and resolve onboarding and transfer delays or issues in a timely manner.

Resolve issues or challenges related to client accounts (i.e., transfers, payments, account openings, and closings) by liaising with clients, custodians, internal and external stakeholders.

What you will bring
Education & Experience

Undergraduate degree in Commerce, Business Administration, or related discipline.

Proven experience in client services or customer service role.

Two years of related experience in an investment or financial services environment; knowledge of the Canadian Securities industry is required.

Willingness to expand professional qualifications by completing the CSC or similar program.

A combination of education and experience will be considered.

Technical Knowledge

Knowledge of investment principles, best practices, and emerging trends.

Technical fluency with the ability to learn and adapt to new technology effectively.

Working knowledge of Salesforce, PM software, and advisor operating systems is an asset.

Advanced proficiency in Microsoft Office:
Outlook, Excel, PowerPoint, Word, Teams.

Skills & Abilities

Strong client service orientation with the ability to build collaborative working relationships based on mutual trust to meet goals.

Ability to communicate clearly and concisely, verbally and in writing, to ensure effective interaction with key stakeholders (internal and external) to manage, inform and influence successful outcomes.

Advanced organizational skills, adept at managing multiple tasks with competing deadlines.

Proven analytical, problem‑solving, and…